Cherwell Service Management [EOL] vs JIRA Service Management comparison

Why PeerSpot?

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Aug 11, 2026

JIRA Service Management and Cherwell Service Management [EOL] are competing products in IT service management. JIRA Service Management has an edge in pricing and support, while Cherwell Service Management [EOL] is considered superior by many due to its extensive features.

Features: JIRA Service Management excels with integration into Atlassian tools, streamlined ticket handling, and robust workflows. Cherwell Service Management [EOL] provides exceptional customization capabilities, comprehensive ITIL support, and extensive features that can cater better to complex environments.

Room for Improvement: JIRA Service Management could enhance customization options, expand on ITIL support, and improve advanced reporting capabilities. Cherwell Service Management [EOL] may focus on simplifying its setup process, enhancing its user interface, and improving integration with non-native tools.

Ease of Deployment and Customer Service: JIRA Service Management offers seamless cloud deployment and smooth integration with Atlassian services, providing efficient customer support. Cherwell Service Management [EOL] involves more complicated setup due to its flexible on-premises options, potentially making it harder to deploy compared to JIRA.

Pricing and ROI: JIRA Service Management is generally seen as a cost-effective solution, emphasizing pricing transparency and efficient ROI. Cherwell Service Management [EOL] requires higher upfront costs, but its advanced customization can result in substantial long-term ROI for those leveraging its flexible framework.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I strongly believe that the UI which we have is a good advantage for Automation Anywhere, as it is easy to understand, so a person who is new to Automation Anywhere can easily understand and start their journey with it."

"At the end of the day, the effort that you put in has exponential benefits, giving you many advantages from your lines of code, which is amazing."

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

"Automation has been playing a significant role in every aspect of our institution."

"By implementing the Automation Anywhere robot, we have reduced the FTE count and it was able to process 800 invoices per day with 100% accuracy."

"The features are pretty easy to use, like the drag and drop feature. It is easy and understand, even a layman knows how the application works. All the basic stuff can be done by anybody."

"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us. We are able to work on a project, identify a use case, come up with a design spec, and execute and build a bot within a span of six to eight weeks. In nine to ten weeks, we are able to go live, which reduced complexity. Once we go live, the user interface and the user experience are extremely good."

"The efficiency we get with Automation Anywhere is valuable."

More Automation Anywhere pros

"The dashboard and the reporting functionality are the solution's most valuable features."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"We use the solution every day and quite extensively."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"All our activities are carried out in the one place."

More Cherwell Service Management [EOL] pros

"The tool's stability is very good."

"Automation capabilities allow for automatic ticket creation using monitoring tools."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."

"Everyone knows how to use it, so there's no need to teach new members."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."

"The automations will really help the company by delegating work the way your company operates."

More JIRA Service Management pros

Cons

"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."

"From a QA and development perspective, we would like to communicate with the tech support through email and have that put in the dashboard. This would let us better track the ticket and make it easier for us to communicate with Automation Anywhere."

"One key feature for improvement I have been providing feedback on through the MVP program is enhancing natural language conversation to action. The Automation Anywhere product team is actively putting this feature into their roadmap, which I believe is crucial."

"Sometimes the tool is timing out, which would be a good thing to have resolved."

"Some NLP AI is required to work in combination with RPA, especially for reading unstructured emails."

"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."

"I am currently on 11.3.4.2 and the analytics feature of AA, Bot Insights, needs improvement. It is not easy to implement. It is not intuitive for the developer as you have to mark variables for analytics."

"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."

More Automation Anywhere cons

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"The solution could be more user-friendly."

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

More Cherwell Service Management [EOL] cons

"We faced challenges with integration for different frameworks like TestComplete."

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets."

"There should be better connections with access management. They should improve the connectivity."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."

"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

More JIRA Service Management cons

Pricing and Cost Advice

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"The pricing is a bit higher."

"The solution's pricing is pretty decent."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"The major reason that we selected Automation Anywhere was the licensing model."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"Licensing can become quite expensive."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"Jira Service Management has affordable license fees. It's $12 a month per person."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

10%

Comms Service Provider

10%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Cherwell Service Management [EOL]

Compared 14% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

Clarity SM vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

JIRA Service Management

September 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

August 2026

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